고객센터 아웃바운드 정보시스템의 성과에 영향을 미치는 요인에 관한 연구

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine the factors influencing the performance of outbound information system in contact center. A survey was conducted and data were collected from 339 respondents of 1 company which adopted campaign management system(CMS). Validity and reliability of the research instrument were tested and research hypotheses were examined using LISREL. As a result of data analysis, 9 out of 12 hypotheses were supported. The results suggests the importance of information quality, internal service quality, task-technology fit as the critical success indexes for information system at outbound call center. In addition, as it proposes practicability integration model on structural relation among factors that illuminate factors in information system success, customer satisfaction, performance, the research is considered to have its importance to lay ground for the future research on this area. Implications of these findings are discussed for researchers and practitioners.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경: 정보시스템 성공모형
• Ⅲ. 연구모형 및 가설
• Ⅳ. 연구설계
• Ⅴ. 실증분석 및 가설검정
• Ⅵ. 토의 및 결론
• 참고문헌

참고문헌 (Reference)

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